Furniture Repair Operations & Quality Lead

Location: Remote | Job Type: Full-time | Salary: $99,000 - $110,000

In addition, this position will come with annual RSU totaling $19,000

Wayfair is building a best-in-class, national furniture repair capability embedded across our Global Supply Chain—something that has never existed here before. As the  Furniture Repair Operations & Quality Lead , you are the architect of this program, responsible for defining excellence for every technician across our national footprint. This is a high-impact, "net-new" L3 leadership role designed for a master craftsperson who has successfully transitioned into a business operator and quality authority. You won't just be fixing furniture; you will be building the scalable systems, audit functions, and talent certification ladders that allow our "Furniture Medic" program to thrive. Reporting to the Associate Director of WDN Launch & Audit, you will own the quality bar for a distributed network of 40+ sites, ensuring Wayfair remains the ultimate destination for "all things home".

WHAT YOU’LL DO

• Define Global Standards: Build and maintain comprehensive repair playbooks across all categories (wood, upholstery, stone, etc.) and establish the "gold standard" for photo documentation and inspection protocols.

• Architect the Audit Function: Design and execute a rigorous, scalable audit program from the ground up, managing two L2 Medic Auditors to identify systemic quality gaps and drive network-wide corrective actions.

• Own Program Analytics: Develop and track key performance indicators (KPIs) including repair rates, cycle times, and P&L metrics like repair cost avoidance versus reverse logistics expenses.

• Build the Talent Engine: Design a three-tier formal certification ladder (Foundation, Proficient, Master) to develop internal talent and create a clear career path for technicians.

• Foster Community & Innovation: Lead a national "Furniture Medic" community to facilitate cross-specialty knowledge exchange and spearhead the "Medic On the Go" in-home service initiative.

• Lead Strategic Escalations: Serve as the primary authority for high-risk repairs and complex "repair vs. replace" decision frameworks, partnering closely with CX and Commercial teams.

WHAT YOU’LL NEED

• The "Leap" to Leadership: 10+ years of combined experience in furniture restoration and operational leadership; we are looking for a master of the craft who has moved into program ownership or quality management.

• Management Experience: Proven track record of  prior management experience , including the ability to lead direct reports, manage performance, and develop a team of technical specialists. 

• Multi-Disciplinary Expertise: Deep technical fluency across wood, upholstery, stone, finish, and motion/mechanism repairs.

• Analytical Rigor: Proven ability to build KPI frameworks, performance dashboards, and data-driven reporting from scratch.

• Operational Mindset: Experience working within or alongside a distributed field operations network (e.g., delivery, in-home service, or installation).

• Collaborative Influence: Exceptional coaching skills and the ability to influence Terminal Managers and Technicians across a distributed network without direct authority.

• Flexibility & Travel: A self-directed approach to operating in ambiguity and a willingness to travel 75% of the time for field audits and "Medic On the Go" ride-alongs.

WORK ARRANGEMENT & BENEFITS

• Work Arrangement: This is a leadership role within our Global Supply Chain (USA) requiring travel for site audits and program expansion.

• Growth Path: As the first true furniture repair expert in a leadership capacity at Wayfair, you will have a "blank canvas" to shape the future of this department.

• Benefits:

  • Medical, Dental, and Vision coverage starting Day 1.

  • 401(k) with company match up to 4%.

  • Paid Time Off and Paid Parental Leave.

  • Tuition Reimbursement.

• This role can sit out of any one of our 41 HDOs in the network:  Aurora, Austin, Burlington, City of Industry, Cranbury, Erlanger, Ft Myers, Greensboro, Hammond, Hazelwood, Houston, Jacksonville, Kent, La Vergne, Lancaster, Las Vegas, Lathrop, Lenexa, Linden, Louisville, Manassas, McDonough, Mississauga, New Brighton, Norton, Oak Creek, Oakdale, Orlando, Perris, Phoenix, Pompano Beach, Port Wentworth, Portland, Riverview, San Antonio, San Leandro, South Elgin, Strongsville, Tonawanda, West Chester, Windsor 

Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form .

 
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About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

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